Amazon Web Services, Inc.

AWS Technical Customer Service Associate - Abuse Investigation & Prevention

Amazon Web Services, Inc.

May 4, 2021

  • 2+ years of experience in a fast paced customer support environment
  • Proven knowledge of networking technologies and security concepts (ie. phishing, SPAM, malware, other common technology security issues)
  • High school diploma
AWS Trust & Safety provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. AWS Support team helps AWS customers in securing data and preventing fraudulent activities. As an AWS Trust & Safety Associate, you'll help field customer e-mail and phone contacts, interface with AWS Developer Support Reps, and represent AWS as you interact directly with our Developer community to resolve support issues. You will work with exceptionally driven, customer-obsessed Trust & Safety associates and leadership. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.
The team is key in maintaining the reputation of AWS’s IP and email deliverability space. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. The team acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. AWS Customers may experience abuse or attacks on their resources for several reasons including incorrect use of security protocols and/or tools. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams. The team works to create trust and maintain customer loyalty by going above and beyond the customer’s expectations to ensure Amazon Web Services remains the most customer centric company on Earth!
General AWS T&S Responsibilities (include but are not limited to):
  • Own AWS customer issues
  • Quickly assess customer issues in order to provide accurate support
  • Work with other AWS teams to ensure a consistent and high-quality level of support
  • Assume responsibility for developing detailed knowledge about AWS specific products and features
  • Be able to work independently, while knowing how/when to handle or escalate critical customer issues
  • Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer
  • Assist with customer communications and support during AWS critical events
  • Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
  • Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
  • Provide consultative analysis to understand how customers are using our services and make recommendations based on the customer needs and provide feedback to business and development teams
  • Drive projects that improve support-related functions and processes
  • Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
AWS T&S - Abuse and SES Specific Responsibilities (include but are not limited to):
  • Work all reported case types such as Email Deliverability, Spam Email, Port Scanning, DoS etc
  • Take action on abusive/non-responsive customers (applying throttles when applicable)
  • Verify proper classification of incoming abuse reports and investigations requests
  • Execute messaging to customers on best practices
  • Facilitates escalations to other Abuse and SES stakeholders and escalates cases judiciously to either senior team members and/or to service teams, while continuing to monitor those escalations to resolution
  • Monitor queues for trends
  • Provides leadership and stakeholders with feedback on policies, procedures and tools that need improvement or creation
  • Calls out incidents and trends to senior team members and/or Security/service stakeholders
  • Associate or Bachelor degree in a computer science related field
  • Network+ Certification or equivalent demonstrable knowledge
  • Security+ Certification or equivalent demonstrable knowledge
  • Experience with coding languages such as Ruby, JavaScript, Java, MySQL
  • Experience with Amazon Web Services products and features
  • Familiarity with Web Technologies and the Internet
  • Knowledge of email servers/clients and best practices
  • Understanding of DNS, TCP/IP, SSL, DHCP and Load Balancing
  • Knowledge of both Windows or Linux/Unix Operating Systems
  • Ability to follow a technical SOP
  • Able to search for SOPs and technical guidance from different resources
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.